Call centers have moved far beyond just phone calls, despite the name. Modern consumers stay connected in a variety of ways—email, social media, phone calls, texting, live chat, and more—which means businesses need to do the same. And call center screen recording is key to keeping up with these new omnichannel demands.
71% of customers report using different channels, depending on the context. This means that ensuring high quality customer service is even harder, as you need to be consistent across every single channel of communication.
Typical quality assurance procedures can cover many of your bases, but often they exclude visual mediums. They simply cannot show you real examples of your agents at work, solving issues.
In this article, we’ll explore how call center screen recording can give you deeper insights into processes and workflows, create better opportunities for targeted training sessions, improve regulatory compliance, and more.
Call center screen recording software is a technology designed to capture agents' on-screen activities in real-time. It’s an integral part of many quality assurance processes within modern call centers, giving evaluators a first-person view of how agents interact with customers, use software, and handle various tasks.
The biggest advantage of using contact center screen recording is its ability to provide a clear, detailed view of an agent’s workflow.
Evaluators can observe how efficiently reps manage calls, use customer relationship management (CRM) systems, navigate through their workflows and processes, and follow company protocols. This first-hand view is priceless for improving QA, ensuring that agents are consistently following protocols, and finding new opportunities to improve existing workflows.
Some common features that come with call center screen recording software include:
Many call centers opt to use screen recording as part of their QA process, to help enhance operations and ensure they deliver top-tier service. Let’s look at five of the biggest benefits you can get from contact center screen recording software:
Let’s go over a typical example of how screen recording in a call center environment can benefit both agents and QA evaluators.
Imagine one of your agents is handling a complex customer query involving a billing issue. The customer has become frustrated, and the call could easily escalate if it’s not managed properly. With call center screen recording software, you can capture every detail of this interaction—from navigation through the billing system to on-screen notes and data entry.
As the call progresses, the software records the agent’s actions, providing a comprehensive view of how they handle the situation. After the call, you review the recording and notice that the rep struggled with the billing software, causing delays and increasing the customer’s frustration.
Using this screen recording, you can pinpoint the exact moment the issue arose and understand the root cause. You see that the agent needs additional call center training on the billing system to navigate it more efficiently, and that they could also brush up on some of their soft skills to help de-escalate tense situations. Additionally, you notice a potential software issue that, once resolved, could streamline the process for everyone.
By sharing this recording during a feedback session, you provide concrete examples of what went wrong and how to improve. This targeted coaching helps the agent improve their skills and confidence with the billing system, leading to better interactions in the future.
In the future, this screen recording can be used alongside others to create a compilation of interactions that showcase both good and negative interactions. These recordings can then be used in training workshops to illustrate common pitfalls and establish best practices, increasing efficiency among your staff. New agents can watch these examples to understand the nuances of effective customer service and learn how to handle various scenarios.
Selecting the right contact center screen recording software for your business is crucial if you want to deliver effective quality assurance. Which means that knowing what to look for in your chosen software—and what they offer—is vital.
To start, you should consider the features you’re looking for in your chosen software and what the vendor you’re looking at can offer you. Comprehensive features like real-time monitoring, detailed analytics, searchable recordings, and annotations are essential. Other benefits, like built-in AI or reporting, can also provide deeper insights into agent behavior.
Pricing models are another important factor. Look at the different options available from reputable vendors and find one that fits your budget. Some vendors may offer subscription-based pricing, while others might offer one-time purchases. Make sure the pricing reflects the value and features you’re looking for to maximize your return on investment.
Integrations with your existing tech infrastructure are equally crucial, as having everything properly connected can significantly improve effectiveness. Your chosen call center screen recording software should be able to seamlessly integrate with your existing tech stack, such as CRMs, call systems, and other QA tools. A smooth integration saves time and reduces compatibility issues, ensuring a more efficient workflow.
Finally, make sure the solution you choose can meet your business's demands. Scalable software can accommodate a large number of agents as your business grows. Alternatively, if your call center exclusively operates with fewer staff, you may not need to look for higher scalability.
Clarity is key. It’s important to establish why you’re using screen recording software. Do you want to improve CSAT, resolution times, or enhance your training? Setting clear, measurable goals will help you focus on what matters most and track your progress effectively.
Remember, your agents are on the frontlines, and they’re the ones who will be monitored, not you. It’s vital that you keep an open line of communication with them about the purpose and use of screen recording software. Explain to them how it will be used, its benefits, and how it can help improve their performance and make their jobs easier in the long run.
To avoid any confusion, establish clear guidelines on how screen recordings will be used. This includes what is being recorded, how these recordings will be evaluated, and the privacy measures put in place to protect both your employees and customers—especially if you have remote agents that work on their personal computers. This transparency builds trust and ensures that everyone is on the same page when it comes to these screen recordings.
Naturally, training your staff on how call center screen recording software works is essential to integrating it. Show both your evaluators and your agents how to use the software, including operational training on how to operate it (or how it works, in the case of agents) and how to interpret and learn from these recordings.
Finally, make screen recording analysis a part of your ongoing quality assurance and quality management processes. Work with your QA teams to add reviews into their regular workload to ensure they can get the most out of these recordings. This continuous feedback loop enhances performance and drives home the importance of consistent improvement.
While contact center screen recording can be a valuable tool for QA, it’s not perfect. Some agents and businesses may have concerns over privacy and the potential to create discomfort or pressure to perform, not to mention the need to store large amounts of video data. However, there are still some alternatives you can offer, such as:
Screen recording isn’t a new technological marvel by any means. It allows contact center managers to get a first-person look at how their agents interact with customers and resolve issues, opening up a wealth of information. And that information can be used to improve agent performance, streamline workflows, and create a better customer experience.
Pairing call center screen recording with a powerful QA platform like Scorebuddy can make a massive impact, too. Adding in the detailed, thorough information that Scorebuddy can provide—like 100% interaction analysis, AI-powered data analytics, and auto-scoring, you can completely revolutionize your QA function.
Interested in taking the next step? Sign up for a free demo and see what Scorebuddy can do for your business today.
